Respond to and resolve complex Level 2 IT support tickets for all employees (onsite and remote) - Technology and Applications

• take remote control of the end-user device, and provide advanced remote IT support and troubleshoot IT / Desktop issues
• Monitor ticket queue and complete day-to-day support activities to assure timely service delivery and customer support with a high degree of quality
• Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
• Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated / assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
• Provide support to users in various remote locations onsite when needed - this role may have to travel on case by case babsis depending on need.
• Help develop IT tools and processes to promote efficient and effective end-user support practices
• Set up new user accounts and workstations
• Support office technology - such as printers, video conference units, and digital whiteboards
• Collaborate with remote IT team members to build and maintain positive, productive team relationships
• Develop positive relationships with the business and other functions involved in downstream technical processes

This is what you'll need :

• At least 5 years of relevant IT support experience
• High School education required - Bachelor's degree preferred
• Strong written, verbal communication and customer service skills are a must
• Support Experience with Office365, all leading browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
• Familiarity with standard ticketing tools (ServiceNow, Jira)
• Tech Savvy - Ability and passion for learning new technology and tools
• ability to travel to remote sites as needed

Experience with :

• Wired / Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A / V devices, and conference room systems.
• Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives - Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
• Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Sr Managers, and C-Level Execs
• Tech Savvy -
• Ability and passion for learning new technology and tools - Passion for Customer Support
• A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time
• Prioritization Skills
• The ability to analyze support requests and prioritize them based on impact
• Discipline
• The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
• Ability to articulate technical solutions to non-technical users in simple and easy to understand terms

Self-motivating, requires little supervision and can hit the ground running

Last updated : 2024-09-03